What You’ll Do
As an employee with Fedcap Canada, the Senior Service Delivery Specialist (SDS) plays a key role in supporting and managing a designated portfolio of 8–12 Employment Service Provider (SP) sites across a defined catchment area, including Haldimand‑Norfolk, Niagara Peninsula, Hamilton, and Halton regions. This role ensures that each SP meets performance benchmarks, complies with contractual obligations, and continuously improves the jobseeker experience and economic well‑being.
The Senior SDS collaborates with internal teams and external stakeholders to track performance, manage risks, and build provider capacity. This is a hands‑on, data‑driven role that requires strong relationship management, excellent organizational skills, and a commitment to providing equitable employment services.
Supervisory Leadership & Accountability (Key KPIs)The Service Delivery Specialist is accountable for providing direct leadership and oversight to a team of Employment Counsellors, ensuring alignment with Fedcap Canada’s performance expectations and service standards.
Lead, coach, and support three (3) Employment Counsellors, providing ongoing guidance, performance feedback, and workload prioritization to ensure effective service delivery.
Ensure the Employment Counsellor team consistently achieves Fedcap Canada’s KPIs, including employment outcomes, retention milestones, service quality, and data integrity.
Conduct regular one‑on‑one meetings with Employment Counsellors to review performance data, address barriers, and implement corrective or improvement strategies as required.
Monitor team performance trends and proactively identify risks to KPI achievement,



escalating issues and implementing mitigation plans in a timely manner.
Support onboarding, training, and continuous development of Employment Counsellors, ensuring staff are fully trained on Business Process Guide (BPG), Finance Guide, FedcapCARES, reporting requirements, and program expectations.
Performance Monitoring & Support
Oversee 8–12 SP sites, conducting a minimum of 1 formal performance meeting per site monthly.
Lead the development of Service Provider Improvement Plans (SPIPs) for 100% of underperforming sites, with quarterly progress reviews.
Ensure 90% of SPs meet or exceed monthly KPIs, including volume, job starts, inclusion groups, and jobseeker in‑work support (retention).
Submit quarterly contract performance reports for each assigned provider within five business days of the due date.
Maintain up‑to‑date knowledge of all changes to the BPG, Finance Guide, FedcapCARES, and new programs and Fedcap’s priorities;

provide guidance and support to Service Providers in understanding and implementing these updates.
Compliance & Risk Management
Conduct a minimum of 1 site visit per SP per quarter to monitor the Health and Safety of the site.
Ensure that for each service provider, a Provider Verification Template (PVT) is completed within 4 weeks of onboarding and updated within 4 weeks of any current legislation.




Ensure that 100% compliance documentation is audit‑ready, with a digital file maintained and updated monthly.
Respond to all SP‑related issues and complaints within 2 business days, with resolution or escalation within 5 days.
Capacity Building
Facilitate/ coordinate 3 provider learning sessions or community practice events per quarter, with attendance tracked and impact measured via feedback forms.
Identify and implement at least 3 targeted capacity‑building supports per SP per year, based on performance data or identified needs.
Support onboarding for any new SPs, completing initial compliance, onboarding checklist, and first performance plan within 30 business days of site activation.
Lead a minimum of 1 strategic initiative annually that aligns with organizational priorities and contributes to service innovation, capacity building, or improved client outcomes.
Act as a subject‑matter expert in one or more key areas aligned with Fedcap’s strategic direction to strengthen network performance and meet organizational goals.
Administrative & Data Management
Analyze weekly Power BI dashboards and Service Provider performance reports to identify trends and submit monthly performance briefs to the SP Manager and Fedcap GM.
Analyze weekly FedcapCARES reports and review them with SP Managers.
Analyze the monthly Jobstat report and act accordingly.
Maintain an internal activity tracker with 100% accuracy, logging meetings, actions, follow‑ups, and outcomes.
Submit ad hoc reports or Ministry‑requested documents within 2 business days of request.
Collaboration &am;

📌 Senior Service Delivery Specialist (Toronto)
🏢 Fedcap Canada
📍 Toronto